[Remote] Zendesk Solutions Analyst Job Details | Donnelley Financial Solutions
Note: The job is a remote job and is open to candidates in USA. Donnelley Financial Solutions (DFIN) is a values-driven organization that empowers employees to build fulfilling careers. They are seeking a Zendesk Solutions Analyst to serve as the primary subject-matter expert for Zendesk within the Professional Services organization, focusing on optimizing workflows and enhancing system configurations.
Responsibilities
- Serve as the Zendesk lead for Professional Services use cases
- Configure and enhance workflows, including forms, fields, triggers, automations, SLAs, and reporting
- Design solutions that support PS intake, triage, and delivery processes
- Partner with platform owners to test and deploy changes in alignment with governance standards
- Contribute to integrations using Zendesk APIs and apps as needed
- Act as the primary business analyst for Professional Services Zendesk use cases
- Gather and document requirements; translate them into clear system designs
- Develop a strong understanding of PS workflows (intake → triage → execution)
- Identify opportunities to improve efficiency, data quality, and user experience
- Follow established systems governance, version control, and release management practices
- Support change management activities, including impact analysis, testing, documentation, and user readiness
- Ensure Zendesk changes adhere to security best practices, role-based access controls, and compliance standards
- Maintain clear documentation for configurations, workflows, and process guidelines
- Partner cross-functionally with IT and platform owners
- Serve as a trusted advisor to Professional Services stakeholders
- Help ensure Zendesk changes are aligned with broader enterprise architecture and roadmap
Skills
- Strong hands-on experience with Zendesk administration and configuration
- Experience building workflows using triggers, automations, forms, and reporting
- Proven ability to gather requirements and translate business needs into system solutions
- Experience supporting intake-driven or case management workflows
- Understanding of change management and system governance practices
- Strong communication and documentation skills
- Zendesk Support Administrator certification and/or Zendesk Support Developer certification
- Experience integrating Zendesk with Salesforce and/or Certinia
- Familiarity with Professional Services or PSA tools
- Experience working within shared platform ownership models
Benefits
- Competitive compensation
- A flexible workplace
- Comprehensive benefits
- Opportunities for professional growth
Company Overview
Company H1B Sponsorship